Customer Service Associate – US Banking & Card Services

Job Overview

We are looking for customer-focused professionals to join an international voice process supporting US banking and card services. The role involves handling customer inquiries, providing accurate information, resolving service-related concerns, and delivering a professional customer experience while meeting quality, productivity, and service-level targets.

Key Responsibilities

• Handle customer interactions professionally and efficiently throughout the assigned shift.

• Resolve customer inquiries related to US banking and card services by following established procedures.

• Meet individual and team targets for service levels, quality, productivity, and customer satisfaction.

• Work toward key performance indicators, including customer satisfaction, average handling time, and overall customer experience.

• Stay updated on process guidelines, product information, and policy changes.

• Apply coaching feedback and corrective actions to prevent recurring errors and improve performance.

• Protect confidential customer information and comply with applicable process, security, and regulatory requirements.

• Maintain professional communication and follow the required call-handling standards.

• Demonstrate teamwork, adaptability, and a willingness to learn in a performance-driven contact-centre environment.

Required Qualifications

• Excellent spoken English, listening, and comprehension skills.

• Clear sentence construction and confident communication.

• Strong customer service orientation and problem-solving skills.

• Positive attitude, teamwork, and willingness to learn.

• Ability to accept feedback and consistently apply coaching recommendations.

• Comfortable handling continuous customer calls during the productive portion of the shift.

• Willingness to work US night and midnight shifts, staggered schedules, weekends, and six-day workweeks when required.

Education and Experience

• Graduates: Minimum 1 year of relevant contact-centre experience; generally up to 12 years.

• HSC/12th-pass candidates: Minimum 18 months of relevant contact-centre experience; generally up to 10 years.

• Candidates with experience outside these ranges may be considered on a case-by-case basis, depending on education, employment stability, recent designation, and role relevance.

Work Setup

• Location: Malad, Mumbai

• Work Mode: Work From Office (WFO)

• Process: International Voice – US Banking and Card Services

• Shift: Predominantly US night and midnight shifts; staggered schedules may apply.

• Working Days: Weekend work and six-day schedules may be required based on operational needs.

Selection Process

1. HR Screening

2. Voice & Accent Assessment

3. Operations Interview

Eligible candidates may be considered for direct progression to the Operations round, subject to grade and profile eligibility:

• Graduates with at least 12 months of relevant experience.

• HSC/undergraduate candidates with 18–24 months of relevant experience.

Documents Required

Candidates should keep the following documents ready:

Identity and Address Proof

• Aadhaar Card

• PAN Card

• Accepted alternate address proof

Academic Documents

• 10th and 12th marksheets/certificates.

• Applicable undergraduate and postgraduate marksheets/certificates.

Employment Documents

• Offer and experience letters.

• Payslips and available bank statements.

• Employment-separation documents.

• EPFO service history downloaded from the EPFO member portal is mandatory for experienced candidates.

Interview Availability

• Virtual hiring is conducted Monday to Saturday.

• Eligible profiles may be submitted between 11:00 AM and 5:00 PM for possible same-day processing.